Refund policy

Damages and issues

Refunds and replacements are only offered if our product arrives damaged, defective, or if you are missing an item. All refund or replacement requests must be reported to us within 7 days of delivery in order for it to be valid. 

If your item arrives damaged or is defective, you will be given an option to replace the item, in which case you must ship the original item to us before you receive a new one, or you may opt to receive a partial refund and keep the item. 

Exchanges 
To start a replacement or refund, you can email us at Contact@eternalembersbookshop.com with photos of the defective or damaged item, as well as your order number. 

If your replacement request is accepted, you will be expected to ship the product to us within two weeks of approval. If we do not receive the item, you will not be sent a replacement.  

Missing Items & Orders 
If an item is missing from your order, email us at Contact@eternalembersbookshop.com with your order number. You will receive tracking for your missing item within 10 business days of approval. 

For domestic orders, if your entire box or package has not been delivered to the listed address after 30 days, we will contact USPS to see if it can be located. If not, we will send you another box or package. For International orders, if your entire box or package has not been delivered to the listed address after 60 days, we will contact UPS to see if it can be located. If not, we will send you another box or package. 

If you are using a shipping forwarder or other means of delivery, we are only responsible for delivery to the address listed on the order and are not responsible for what happens past its delivery there. 

If your order is missing because there is an error made on your end when inputting the address and it is incorrect or incomplete, we will not refund or replace your order. However, you may email us at contact@eternalembersbookshop.com if you need to change your address on an order before we have created shipping labels. If we have already shipped the item, there is unfortunately nothing we can do. 

Refunds 

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@eternalembersbookshop.com

Cancellations

At this time, we can only process order cancellations or refunds within one hour of purchasing if the product has not been delivered yet. Otherwise, all sales are final. 

Exceptions / non-returnable items
We do not offer returns or refunds on your order unless there is damage to it or it is missing items. At this time, we do not fufill cancel or refund requests prior to their delivery and inspection. 

Unfortunately, we cannot accept returns or replacements for our Scratch & Dent copies. These sales are final. 

You can always contact us for any return question at contact@eternalembersbookshop.com.